DiscoverShmula.com Lean Leadership PodcastOnline Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled
Online Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled

Online Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled

Update: 2012-08-20
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Description

There’s appears to be a massive proliferation of consumer centered companies interested in obtaining feedback from its customers. Almost where ever I purchase something and receive a receipt, there’s an online or a mobile survey link in the receipt. For this article, I want to share my experience with a mobile survey from Kentucky Fried Chicken.


I’m not sure about you, but I like Kentucky Fried Chicken – KFC. Actually, I’m pretty much a sucker for anything fried, but especially chicken. But, my love with KFC actually started back in High School, where I worked as a cashier at KFC, but then rose up the ladder to become Assistant Manager. At the time, that was a pretty big deal for me, especially since I was only a Junior in High School, working 30 hours per week while maintaining a normal High School curriculum. But, I needed the money and, in retrospect, having that type of business experience early on in my life taught me so much that I still draw from even today.


Back to the mobile survey.


So, after I bought some original flavor Kentucky Fried Chicken, I received a receipt that had a survey invitation. So, while in the car, I decided to take the survey on my iPhone and this is what I was presented with:


mobile survey design


A few observations:



  • KFC chose to use a 7 point likert scale for their NPS Survey.

  • They placed a small space between “Unlikely” and “Likely” to better discriminate between choice options.

  • Because of the mobile aspect, they were sensitive and very wise about making the survey just one question and they made it very easy to complete. I imagine response rates for this survey are very high.


It’s a beautiful design and the mobile aspect is very forward thinking. This survey only had 1 question – yes, it’s the Net Promoter Question. Of, course, I’m a Promoter. The mobile survey software is designed very nicely. Kudos to KFC – great chicken, and great mobile survey design.


The post Online Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled appeared first on Shmula.

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Online Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled

Online Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled

Shmula.com Lean Leadership Podcast